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Manager Care Customer Experience (BOTs) ( 87566944 )

  • Posted Date

    05 Nov 2026

  • Function/Business Area

    Customer Service

  • Location

    Mumbai

  • Job Responsibilities

    1. Manage performance and effectiveness of ChatBOT and VoiceBOT
    2. Track KPIs such as intent accuracy, resolution rate, containment rate
    etc.
    3. Identify improvement opportunities and implement enhancements
    4. Use customer insights and feedback to address pain points and improve
    BOT experience
    5. Ensure bots are updated with latest product information and business
    policies
    6. Improve handling of complex queries through new use cases, automation
    7. Drive roadmap and collaborate with Product teams leveraging AI, and
    automation

  • Education Requirement

    Graduate

  • Experience Requirement

    5 to 10 Years

  • Skills & Competencies

    1. Strong analytical, problem-solving and decision-making skills
    2. Working knowledge of conversational flow design and analytics
    3. Ability to collaborate across technology, product, and business teams
    4. Customer-centric mindset with focus on usability and experience
    5. Exposure to Generative AI technologies and automation frameworks

  • Location Map : Mumbai